Just days after its launch, the Madurai Corporation's ambitious 'Smart Madurai' mobile application, designed to streamline the process of resolving civic complaints, is facing significant public hesitation and a lack of traction among residents.
Past Failures Haunt New Initiative
Despite being promoted as a user-friendly and more accessible upgrade over the previous online grievance portal, many citizens remain deeply skeptical. Their reluctance stems from frustrating experiences with the older system, which they claim was marked by delays and often failed to deliver prompt solutions. A common grievance is that complaints were frequently closed without any tangible action being taken.
Subbu C, a resident from ward 92 of the central zone, shared a typical experience. He had registered a complaint about sewage overflow through the old portal. While he received an acknowledgment, the issue was ultimately closed without any resolution. D Raghavan, President of the Gomathipuram Thendral Nagar Residents Association, echoed this sentiment, highlighting a systemic issue of inadequate manpower within the corporation to address day-to-day civic problems efficiently.
Residents Highlight Lack of Basic Services and Follow-up
"Streetlight maintenance and garbage collection are basic services that must function smoothly. However, when residents raise complaints, officials often cite being overburdened, leading to delays," Raghavan stated. He emphasized that while technological advancements like the new app are welcome, they must improve communication and follow-up mechanisms.
Raghavan pointed out a specific shortfall in the new application: "In the portal, we were given a concerned official's number whom we could contact if the issue was not addressed. This is lacking in the new app. With better coordination and tracking, delays can be avoided and accountability can be ensured."
Corporation Confidence and Activist Perspectives
On the other hand, the civic body expresses confidence in the new system. A senior corporation official explained that unlike the past where complaints came via phone calls or WhatsApp messages, the app now directly maps complaints to the concerned ward-level officer. "We have introduced an additional level of scrutiny to ensure that resolvable complaints are not closed without action," the official added.
Activists like V P Manikandan support this view, noting that the app contains more sophisticated tools and offers a smoother interface than the portal. They believe proper use of the app will help the corporation gather better data and identify areas with repeated complaints, thereby holding officials accountable. However, Manikandan stressed that the corporation must actively raise awareness about the app and collaborate closely with residents' welfare associations for the grievance redressal system to become truly effective.
According to existing corporation data, a majority of civic complaints in Madurai pertain to the stray dog menace and garbage disposal issues, underscoring the critical need for a functional and trusted reporting system.
